Wholesale Assurance Technical Support Officer

Aussie Broadband; Melbourne; On-site; AUD 75,000 - 120,000; Full time

Benefits offered by this job

Parental leave

Internet discount

Mobile discounts

Fitness Passport

Flexible working

EAP

Staff discounts

Merch allowance

Training & development

Job summary

Aussie Broadband is recruiting for Wholesale Assurance Technical Support Officers to join our team and help our Wholesale partners and customers stay connected. You will own faults and escalations, resolve complex service issues, and coordinate with internal and third-party teams to deliver outstanding support.

You’ll work closely with Network Operations, Wholesale Partner Managers and vendors to resolve incidents, and help partners understand products and hardware while identifying workflow

Qualifications

• Experience supporting business telco solutions and managed hardware.
• Solid SIP signaling understanding; call-flow design or SIP trunk experience preferred.
• Experience with SD-WAN, Layer 2 networks, Private IP transit or data centre services.
• Ability to troubleshoot using the OSI model and adapt across workflows and products.
• Excellent verbal and written communication, documentation, organisation and time-management skills.
• Networking certifications such as CCNA, NSE4, CompTIA A+ Networking are highly regarded.

Responsibilities

• Respond to technical support requests by phone and electronic, meeting customer service standards.
• Identify partner and customer needs through effective questioning, product analysis and standard procedures.
• Diagnose and resolve technical and non-technical faults within service levels.
• Research complex faults using internal and external resources, providing clear updates.
• Support field teams with fault and installation enquiries.
• Collaborate with Network Operations, Network Engineering and vendors to resolve incidents.
• Explain products and hardware to partners and customers, and promote improvements.

Skills

Telco troubleshooting

SIP signaling knowledge

SD-WAN & Layer 2 networks

OSI troubleshooting

Strong communication

Team collaboration

Problem solving

Education

CCNA

NSE4

CompTIA Network+

Tools

FortiGate

Cisco routers

SIP trunking

Job description

About Us

Symbio, part of the Aussie Broadband Group, is revolutionising global communications. Our platform delivers the full communications stack, from carrier infrastructure to enterprise collaboration solutions, across multiple Asia-Pacific markets. Our goal is to be the telco people love – our customers, team members, shareholders, and partners.

Listed on the Australian Stock Exchange (ASX: ABB), the Aussie Broadband Group collectively supplies more than 1 million telecommunications services, operates two Tier 1 voice providers in Australia and owns fibre infrastructure.

Our culture is built on five values that guide everything we do:

Don'tbe ordinary, be awesome | Think BIG | Nobullsh*t | Be good to people | Have fun

Ready to put your technical know-how to work where great service genuinely matters?

We're current have two opportunities for Wholesale Assurance Technical Support Officers to join Aussie Broadband and help our Wholesale partners—and their customers—stay connected. You'll take ownership of faults and escalations, solve complex service issues and collaborate with internal teams and third-party vendors to deliver the kind of support that sets Aussie apart.

What you'll be doing

• Respond to technical support requests by phone and electronically, while meeting customer service standards and call-handling targets.
• Identify partner and customer needs through effective questioning, product analysis and standard support procedures.
• Diagnose and resolve technical and non-technical faults within agreed service levels.
• Research complex faults using internal and external resources, and provide clear, timely updates.
• Support field teams with fault and installation enquiries.
• Work closely with Network Operations, Network Engineering, Wholesale Partner Managers and third-party vendors to resolve incidents.
• Help partners and customers understand their products and hardware.
• Spot opportunities to improve workflows, products, documentation and team capability.

What you'll bring

You're a customer-focused technical troubleshooter who enjoys helping people and can stay organised in a fast-moving environment. You communicate clearly, work well independently and with a team, and bring a practical, ethical and constructive approach.

• Experience supporting business telco solutions and managed hardware, such as hosted PABX, SIP, data, MPLS, Cisco routers or FortiGate firewalls.
• A solid understanding of SIP signaling and concepts; call-flow design or SIP trunk experience will be highly regarded.
• Experience with SD-WAN, Layer 2 networks, Private IP transit or data centre services.
• The ability to troubleshoot using the OSI model and adapt across different workflows and products.
• Excellent verbal and written communication, documentation, organisation and time-management skills.
• The ability to solve problems, learn quickly, drive outcomes and share knowledge with teammates.
• Relevant networking qualifications or certifications, such as CCNA, NSE4 or CompTIA A+ Networking, will be highly regarded.

Ready to change the game?

If you’re ready to help our Wholesale partners deliver great outcomes for their customers, we’d love to hear from you. Apply now for one of our two vacancies and bring your technical know-how, curiosity and customer-first mindset to Aussie Broadband.

Why Join Us

At Aussie Broadband, we celebrate difference and are committed to creating an inclusive workplace where everyone can bring their whole selves to work. As a proud Equal Opportunity Employer, we support and celebrate diversity every day it's just one of the ways we live our value of "Be good to people."

We also give back to the communities we serve through our Pledge 1% commitment, community sponsorship programs, and paid community service leave for all staff.

The Good Stuff

• 26 weeks paid parental leave for permanent employees, for both primary and secondary caregivers (in addition to any government-paid leave)

• Discounted internet up to the value of $109 per month

• 20% off Mobile services

• Fitness Passport for access to multiple gyms and pools across Australia

• Flexible working arrangements

• Employee Assistance Program (EAP)

• Discounts with Specsavers, HCF, and many more

• Monthly rewards and recognition

• Internal training and development resources to support your career growth

• Yearly Aussie merch allowance

Ready to Join?

Even if you feel you don't meet all the requirements,we'd still love to hear your story. We like to think outside the box with the people we hire.

For questions, reach out to [e-mail]. Just note that all applications must be submitted via the job link.